Add me to the unhappy and concerned brigade!!

Been with Plusnet for over 2 years on fibre 80/20.
Hiccup to start on install day, sorted at 10 pm after I posted on here, so initailly angry then happy!

Had a couple of issues which were reported, they swere slow to follow up after which BT had fixed the problems.

Had noticed speeds were dropping slowly over the last few months - test with support yesterday gave a sub 40mbps download. They passed to OpenRetch so we'll see what happens, due an update on Tuesday.

Also discussed new contract as I am out of contract now for both phone and broadband.

Lots of choices of where to go, but stuck with Plusnet whilst they try and fix things.

Not happy with one of the people I spoke to yesterday in customer services, thought he was quite rude really and dismissive of my argument for a better price.

With the fault now, that has been there for some time obviously, I want a much better deal to stay.

If I believed I had an unfixed fault, I'd want it fixed by my ISP before even thinking about negotiating a retention deal. If the ISP wasn't able either to convince me there was no fault, or to get it fixed, then I would migrate away. There's no way I'd agree to a new lengthy term in order to get a discount on a service that is degrading all the time.

Ordinary Customer Services cannot do anything about your pricing. Only the Customer Options Team can do that. (I believe they work Monday-Friday). (Struck out as per Oldjim's reply).

Edited by RobertoS (Sat 20-Jun-15 15:17:56)

actually it is a bit longer but it is a lot more difficult to find it

Customer Options Team. We're available on 0800 432 0200 or 0345 140 0200 between 8am and 8pm Monday to Friday, 9am and 7pm on Saturdays, then 9am and 6pm Sunday (except bank holidays).

Thanks Jim.

I've a feeling I was thinking of the provisioning team.

That's what I told the impolite chap, and the young lady (christ I feel old saying that!) i'd spoken to originally.

yesterday process went:
Spoke to CS, guy called Phil.
He rang back when it was more conevenient for me (I'd been on hold for nearly 20 mins), he agreed to call me back at 16.00 and put me through to COT as he couldn't really offer much
.
On call back he transferred me to the efficient Leanne.
We discussed pricing and options, and agreed that I needed to speak to tech before signing any new deal.
Tech did some tests with me, bypassing router and agreed there was an issue, advised that OR would need to resolve, update expected Tuesday.
I asked to be transferred back to Leanne in COT.

Call picked up by the impolite guy, who couldn't put me back to Leanne, without her surname, as too many people work there?!

I said no to his unaaceptable proposal as there was an outstanding fault that I was waiting for a resolution on.

Afterwards there are 3 outstanding questions in my portal, one from Leanne, one from Damian in Tech and the third from mr impolite.

Nothing wrong with the third guy, but my sales training says don't talk over the customer and don't try and talk maths that don't add up!

As to negotiating a deal, with a fault that appears to have been there for some time that puts me in a stronger position to get a better deal.

Edited by deleted (Sat 20-Jun-15 16:47:14)

Further to my post on June 18 stating that I had just renewed on the same basis as my first year, PN yesterday took the full monthly charge from my bank account. It took 20 mins to get through on the phone and find that there has been a clerical error and the £9.99 overcharge will be refunded. A tenner isn't going to break the bank but customers don't need this hassle for what should be a routine transaction.

I do visit the PN forums and I see that long queues for support give rise to many complaints. The major problem seems to be long waits/broken appointments by Openreach, in fairness PN can do nothing about these except to make more fuss with Ofcom.

Having a speed problem right now at this moment (Saturday evening), but this is pretty rare, and in general, I have no cause to contact them from one year's end to the next.

I know that isn't exactly an endorsement of customer service, but to me, if you never (or hardly ever) have to request it, it beats having to call all the time, and they are "very nice" when you do.

I couldn't tell you what they're currently like at fixing things. In fact, I'm not sure I even know how to report a fault. - it's so long since I've had to, I believe it's all changed. But that's hardly grounds for complaint.

The ticket system having gone was what I was alluding to when I just posted that I'm no longer sure how to report a fault. I'm not sure I've ever received formal communication of such a change - it's just something I've picked up on by hanging around here.

I don't think I know the support number just offhand, and if my problem is my internet's down, I won't be able to go on the website to find it.

Time for a strategically placed Post-it note, before anything happens, I think...

Edit: Hmmm, looking at their site, pretty sure that (when I eventually found it) is NOT the support number I've used and written down in the past, or that was on (very ancient) postal correspondence I still have from PN.

So prior to tonight, if I'd lost the internet, my only recourse would have been to directory enquiries, to find out what number I'm supposed to ring.

I'm also pretty disappointed there's no 24-hour support. Eight o'clock on a weekday, or six or seven on a weekend is quite an early cut-off. In theory, I could have no phone or broadband all of Sunday evening and night, and not be able to report it 'til 8 a.m. on Monday. Presumably worse still if it happened to be a bank hol.

I know that in the past, quite often if you logged a fault late in the evening, nothing would get done about it 'til next day anyway, but at least you could go to bed knowing it was already in the system.

Well, I'm thankful to you and this thread for alerting me to these changes for the worse, otherwise I would probably not have found out until I tried to ring them at ten past eight one night, and found they'd shut up shop 'til the morning.

Edited by TLM (Sat 20-Jun-15 20:02:44)

The same applied to the ticket system - no use if your internet was down.

I think it's just when we get a problem these thoughts come to us . Mobile data on a smartphone or tablet can help. I had to use that tethered for a few days recently - I forget why. Probably the phone line down.

Hmmm - why can't I remember why !

How satisfied are you with the products - am on 40/20 and am delighted, if I had to drop to 40/2 would leave if 40/10 would stay just don't tell plusnet lol
performance - only noticed twice in the last 2 weeks where the single download was a 16 Mbps and 11 Mbps on 2 different nights, try to do a test every 4 or so days but other than that has been a fairly steady 35 - 37 Mbps - down x 6 always sits around the 37.7 mark
customer service quality - can't say recently but any time I've had a problem they have either sorted it right away (billing problem where I got a screen saying I had not paid but am on direct debt & was sorted in 10-15 mins) or thay have pushed BT to get it sorted (voice side died on the phone & about 2 weeks later adsl went too, this was a exchange fault apparently. Don't think BT keep spare parts and must have got a spare sent from china in a slow boat) Plusnet went some way to not bill me for that months payment if I remember correctly which was a goodwill offering as seemingly thats not normal practice.

So all in all I'm happy with the performance and service I receive